Delivering 'WOW' Key to Ellis Infiniti's Success (Advertisement)

by Arkansas Business Staff  on Monday, May. 10, 2010 12:00 am  

Greg Hendrix and Cathy Ellis Hendrix.

Ellis Infiniti
12206 W. Markham St.
Little Rock, Ark.  72211
(501) 320-1400
(501) 537-0136 (fax)

Number of Employees: 22
Top Executive: Greg Hendrix, GM
Product or Service: Automobile sales and service.
Year Founded: 2006

Success in the high-end automobile business is not just about selling cars, says Greg Hendrix, general manager of Ellis Infiniti in Little Rock. That’s the easy part. Success is more about building and nurturing long-term relationships – through exceeding clients’ expectations.

“We offer every customer a complimentary test drive,” Hendrix said. “Once they drive it they want the car. Infiniti as a brand has identified itself as one of the leaders of the luxury car pack.” That includes a unique combination of style and performance that makes Infiniti one of the nation’s fastest growing brands in its segment.

‘WOW Moments’

Ellis is the only Infiniti dealer in Arkansas. “We do not take that for granted,” Hendrix said. The Ellis team matches the quality of its cars with the quality of its service through a creative approach that delivers an ever-increasing number of “WOW” moments.

Hendrix said Ellis’ clientele includes heart surgeons, attorneys and judges, “some of the many busy professionals we serve,” he said. “So when they experience an inconvenience, we take that out of the equation through our valet service, where we pick up their car, and after it’s serviced we drop it back off for them.”

When customers who bought their cars at Ellis Infiniti come in for service they benefit from priority status that escalates the speed with which their car’s needs are addressed. And if they’re lucky or smart enough to have that work done on a Tuesday, “they can take advantage of our on-site masseuse for a chair massage,” Hendrix said.

The masseuse also returns “once a quarter when we offer a free service clinic,” Hendrix said. “We serve a full, catered meal, and then we put customers’ cars up on the rack and show them what’s going wrong, with free estimates.”

‘A LITTLE BIT OF HEAVEN’

Both Hendrix and his wife, Cathy Ellis Hendrix, developed their customer service focus by growing up in the high-end automobile business.

“Our families have always been very accustomed to taking care of luxury car customers,” Hendrix said. And that’s why “we are so careful in hiring top-quality people and then constantly training our employees. From service to parts to detail, we train everyone on the Ellis Infiniti team to be prepared to exceed our customers’ expectations.”

 

 

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